Tag Archives: customer service

Customer Service: How to Handle a Complaint

What You Say When a Customer Complains by Gene Griessman One. Begin with an apology if it’s face-to-face. First thing. If you don’t, your upset customer may blame you for not apologizing.  As for wording, I prefer “I apologize” to … Continue reading

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Never Say: A Customer-Service No-No

What You Say And Don’t Say To A Customer Near Closing Time by Gene Griessman, Ph.D. The other evening I needed to pick up a prescription, so I called to find out when the pharmacy closed. I was told,  “We … Continue reading

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COMPLAINT MANAGEMENT

How To Handle Complaints: Know The Magic Question When you receive a complaint, here’s a magic question and a template that almost always changes the tone of the interaction. First, listen attentively to the complaint, and do not interrupt except … Continue reading

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